Complaints

If a complaint cannot be resolved with the operator directly, you can escalate to the operator's licensing body or to an alternative dispute resolution body. For operators licensed by the Curacao Gaming Control Board the licensing body itself handles complaints; for operators licensed by the Malta Gaming Authority the ADR provider is listed on the operator's own site under Terms. The ADR process is free for the player; the operator pays a case fee whether it wins or loses.

If the operator's first-line support cannot resolve your issue, ask for the complaint to be escalated to a complaints officer. If the complaints officer does not resolve it within the operator's own stated timeline (usually fifteen business days), the next step is the licensing body or ADR provider. Do not escalate to the regulator before you have given the operator its own stated response window — the regulator will send you back to the operator and the clock starts again.

Keep the first message short, factual and chronological: what happened, when, with which account, which amount, which payment method and which screen you took the screenshot from. Attach the screenshots to the message rather than embedding them in the body. Give the operator a reference number for your complaint and keep every reply they send. If the dispute reaches ADR or the regulator, this file is the thing that wins or loses the case.

We can read the operator's response, tell you whether their argument matches their own terms as written on the day of your deposit, and point you at the licensing body or ADR provider you should escalate to next. We cannot force an operator to pay a withdrawal, we cannot force a reversal of a KYC decision and we cannot represent you in an ADR hearing. The one thing we can do that few readers know about: if we see the same complaint type from more than one reader against the same operator, we move the operator down our tables and we say why.

If you have a complaint about this site — a factual error, an outdated bonus, a page that loads badly, an email we did not answer — write to editorial@betpot.net and we will reply within three business days. If you believe we have broken an advertising standard set by the Nigerian or international regulators, write to the regulator with the page URL and a copy of the complaint and we will respond to the regulator rather than to the reader.